Backtracking lets you block previously matched interactions so that the user can’t trigger them again in a single session.
When the user chats with a chatbot but at some point decides they want to go back to previously matched interactions, they can easily do it as ChatBot allows that by default. This setup is useful when the user wants to take another look at your menu options, FAQ, or terms and conditions.
However, the possibility of jumping to previously matched interactions may sometimes distract the user from completing a specific task. To help the user focus on a task you want them to accomplish, you can block previously matched interactions by adding the Backtracking action to your conversation tree.
How to use Backtracking
Select the Backtracking block and drop it to the place in the bot where you want the bot to stop looping back to this place.
You can choose two options in the Search interactions field and select which blocks your chatbot should be allowed to look for matching interactions. You can choose between:
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Subsequent — all following interactions
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Subsequent and triggered from anywhere — in this case, the chatbot will look for matching interactions in the following interactions and in the previous interactions that have the Trigger from anywhere option turned on.
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